World Class Customer Service Programme

Companies that have used the Programme

• Ramada Jarvis
• Young’s and Wells
• Baldwins Omega
• St Giles
• Lakeside Hotel
• Brend Hotels
• Barceló Hotels
• Darlington Memorial Hospital
• Healthy Life Bistro
• Belmont Hotel
• Colwall Hotel
• Delaware North Companies
• Cottage in the Woods                                                  
• Merlin
• Galvin’s Restaurant                                                               
• Artizan
• Compass
• Foundation Inns
• Hilton UK
• Classic British Hotels
• Park Plaza
• Merlin
• Lexington Contract Caterers     

What are they saying?

"We all want to deliver world class customer service for every guest and this exciting program develops the knowledge, skills, efficiencies and confidence to make this possible. Whether a big or small hospitality business this program will help your teams raise their game and deliver to the top and bottom line - we want it for all our team members and management"
Charles Prew, Chief Executive, Barcelo UK

"We were asked by the national skills academy to deliver a pilot customer service course in the southwest.  Having delivered many customer service programmes in the past, it was a refreshing change to find a product that not only gave the staff involved the key principles of customer service and allows the supervisors to follow up what as been taught and really make the difference happen.

The NSA customer service programme that we now run as a standard, has proved a great success and increases customer focus, quality of service both externally and internally and increases the communication between all concerned.The programme encourages staff to be more confident, knowledgeable and very willing to engage with customers.

I believe that given the current economic climate offering the National Skills Academy’s customer service programme will contribute towards
maintaining our position in the market place as the West Country’s leading hotel group."
Andrew Mosedale, Group Personnel and Training Manager, Brend Hotels

"We learnt the importance of positive behaviour, the steps of service and components of professionalism … and how upsetting even one customer per day can have a massive impact on sales"
Aramark

"On this course I have learnt the theory of customer service so I’ll be able to take back the knowledge to my workplace and share it with my team, training them more confidently"
Compass


"I’ve learnt how to deal with different people and their needs, be they customers or members of staff…Also the benefits of facilitating as opposed to teaching or lecturing"
Delaware North Companies



My team have responded very positively to the course and there is a noticeable change in attitude of the team. There is a recognition of both the true cash value of customers, and of the fact that every one of us is in a business that is all about service. I can't quote figures but you can check out the feedback for the Belmont on 3rd party review sites (Laterooms, Bookings.com & Tripadvisor) which has improved due to the refurbishment, but so many comments recently (since the delivery of the course) have been about great customer service. The team feel like they are relishing the opportunity to impress!
James Bowie, Operations Manager, The Belmont Hotel


"The course was very informative for both my colleague and myself. It was particularly interesting to see things through the eyes of those working in the hospitality sector and now feel I have a much better understanding of issues that can arise and how to effectively deal with them.  Hilary was very supportive and informative and certainly opened my eyes to the skills needed to be a successful trainer."
Wine Trainer and Brand Manager, Enotria World Wine


"I sent several of my team on the World Class customer service course and none of them had any previous qualifications. They were so excited to have gone through the course especially due to the fact that it was verified with an exam at the end. As soon as they came back I could see there was a noticeable difference in the service they were providing for our guests. Several of them are now looking forward to doing level 3."
Bar & Brasserie Manager, Chino Latino
 

"I have learned more about how I effect my staff and how important coaching, corrective coaching and training is to ensure a customer receives high quality service."
Youngs PLC


"We have all found the course to be very informative and helpful here at Solihull. Also,
form what I know everyone commented on the trainer, who really shared her positive approach amongst us!  A few days later some who had attended the course seemed to be more aware of the customers in the hotel."
General Manager, Ramada Jarvis Hotels (Sollihul)


"My own observation of the Level 2 course, which I experienced as a delegate, was that there was nothing particularly new but it was good, solid customer service training delivered in an interactive way which got the delegates involved.  I believe the real value will come in integrating it into our culture and carrying out on-job assessments to ensure the learning is transferred back to the workplace." 
Talent Manager, Ramada Jarvis Hotels


"I have recently attended the Customer Service Programme in Exeter and was very impressed by the content."
Senior Instructor - Cabin Crew Training, flybe


"Just wanted to thank you for the training you organised in such a quick turn around. The feedback from all the employees was extremely positive and this was exactly what we were looking for.  Further to that it allowed them also to work with each other identifying what it truly takes to deliver great customer service."
General Manager, Galvin Restaurants

"One of my team went on the course and said that the course was very helpful to his Front of House role - he can see the restaurant with the new eyes. He found tips and hints on body language particularly interesting as well as the keep point about smiling being the first priority."
Catering Manager, Lexington Catering Services